Omnichannel for Customer Service – The Importance of Wrap up
Within Omnichannel for Customer Service (aka Dynamics 365 Contact Center) we can define what happens after conversations end. In this post I will describe how the wrap up…
Neil Parkhurst
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Unified Routing – Capacity Profiles and Work Classification
I recently had a requirement to route conversations differently to agents based on the skills we’d classified for the work item. In this post I will explain this…
Copilot Studio – DTMF Only Mode in IVR
Recently one of my LinkedIn contacts reached out with an excellent question about Microsoft’s Omnichannel for Customer Service and Copilot Studio BOTs …. “With a new style Copilot…
Copilot Studio – New Style Voice BOTs
Microsoft have recently published updates to the voice channel which allow us to use the newer style Copilot BOTs in voice scenarios. In this post I will explore…
Omnichannel for Customer Service – Voice Upgrade
Microsoft have recently started to roll out a MAJOR update to Omnichannel voice! In this post I will explain how to upgrade your phone numbers within the Dynamics…
Copilot – Create Knowledge Articles From Resolved Cases
There is a new feature in Dynamics 365 Customer Service that will aid the creation of knowledge articles, agents can now use copilot to generate a suggested knowledge…
Copilot – Filters
Within the Dynamics 365 Customer Service apps we can search knowledge articles using copilot. This is a great feature but what if you want to filter the results.…
Omnichannel for Customer Service – Resizable Communication Panel
Within the customer service workspace app of Microsoft’s Dynamics 365 Omnichannel for Customer Service we have a communication panel. When agents are chatting with customers the conversation displays…
Omnichannel for Customer Service – Enhanced Outbound Dialer (April 2024)
The April 2024 wave for Dynamics 365 has included some additional features in the outbound dialer of Omnichannel for Customer Service. In this post I will explain how…
Omnichannel for Customer Service – Consult, filter by skills
A recent enhancement to Microsoft’s Omnichannel for Customer Service has enabled the ability to filter agents by skills when starting a consult. In this post I will explain…